Article
How to Configure Outbound Campaigns
help.brightpattern.com
Quoted on this wiki
Every place a page here uses this source, in the order the words come in it.
Step 15: Configure campaign settings “Configure all campaign-specific settings, including campaign type, general schedule, estimated success rate, calling hours, dial rules, and Do Not Call lists.” Step 16: Verify the completeness of campaign configuration
The following steps suggest the order of actions that you should take when configuring outbound campaigns for your contact center. “Step 1: Import and configure calling lists” Import the calling lists for your contact center's outbound campaigns. Lists contain the contact data (i.e., name, phone number, etc.) that is needed to dial contacts in your campaign.
Step 1: Import and configure calling lists “Lists contain the contact data (i.e., name, phone number, etc.) that is needed to dial contacts in your campaign.” Step 2: Import and configure Do Not Call lists
Import the calling lists for your contact center's outbound campaigns. Lists contain the contact data (i.e., name, phone number, etc.) that is needed to dial contacts in your campaign. “Step 2: Import and configure Do Not Call lists” Do Not Call Lists are separate lists of contacts that should never be called.
Step 2: Import and configure Do Not Call lists “Do Not Call Lists are separate lists of contacts that should never be called.” Step 3: Review, and, if necessary, update state calling hours
Refer to section State Calling Hours. “Step 4: Create an outbound or blended service (campaign) and configure its general settings” Create and configure the general settings for outbound services or campaigns. See section Services and Campaigns - Properties Tab.
Create and configure the general settings for outbound services or campaigns. See section Services and Campaigns - Properties Tab. “Step 5: Assign agent teams to the campaign” Refer to section Services and Campaigns - Assignments Tab to assign teams to the campaign. Note that the campaign will be created with a default skill that can be assigned automatically to all members of the associated agent team(s).
Step 5: Assign agent teams to the campaign “Note that the campaign will be created with a default skill that can be assigned automatically to all members of the associated agent team(s).” Step 6: Create additional skills required for the campaign
Refer to section Services and Campaigns - Assignments Tab to assign teams to the campaign. Note that the campaign will be created with a default skill that can be assigned automatically to all members of the associated agent team(s). “Step 6: Create additional skills required for the campaign” Additional skills are called auxiliary skills. Add any other required agent skills for this campaign.
Step 6: Create additional skills required for the campaign “Additional skills are called auxiliary skills.” Step 7: Assign the auxiliary skills to agents of the assigned teams
Additional skills are called auxiliary skills. Add any other required agent skills for this campaign. “Step 7: Assign the auxiliary skills to agents of the assigned teams” Assign auxiliary skills to agents as required skill levels.
Step 7: Assign the auxiliary skills to agents of the assigned teams “Assign auxiliary skills to agents as required skill levels.” Step 8: Assign campaign operators to this campaign
Assign auxiliary skills to agents as required skill levels. “Step 8: Assign campaign operators to this campaign” Assign campaign operators. See section Services and Campaigns - Assignments Tab.
Review and edit the default dispositions (i.e., pre-defined dispositions) and define additional dispositions as may be necessary to analyze the results of your campaign. See section Services and Campaigns - Dispositions Tab. “Step 10: Associate the calling lists with the campaign” The callings lists that you imported or added in Step 1 of this procedure need to be associated with the campaign. Then, configure the lists for use within the campaign, and enable them when they are configured. See section Services and Campaigns - Lists Tab
Step 10: Associate the calling lists with the campaign “Then, configure the lists for use within the campaign, and enable them when they are configured.” Step 11: Define scenarios
Step 9: Review and edit dispositions “Review and edit the default dispositions (i.e., pre-defined dispositions) and define additional dispositions as may be necessary to analyze the results of your campaign.” Step 10: Associate the calling lists with the campaign
Assign campaign operators. See section Services and Campaigns - Assignments Tab. “Step 9: Review and edit dispositions” Review and edit the default dispositions (i.e., pre-defined dispositions) and define additional dispositions as may be necessary to analyze the results of your campaign. See section Services and Campaigns - Dispositions Tab.
Do Not Call Lists are separate lists of contacts that should never be called. “Step 3: Review, and, if necessary, update state calling hours” Refer to section State Calling Hours.
Create and configure the general settings for outbound services or campaigns. See section Services and Campaigns - Properties Tab. “Step 5: Assign agent teams to the campaign” Refer to section Services and Campaigns - Assignments Tab to assign teams to the campaign. Note that the campaign will be created with a default skill that can be assigned automatically to all members of the associated agent team(s).
Step 8: Assign campaign operators to this campaign “Assign campaign operators.” Step 9: Review and edit dispositions
Step 5: Assign agent teams to the campaign “Refer to section Services and Campaigns - Assignments Tab to assign teams to the campaign.” Step 6: Create additional skills required for the campaign
Step 4: Create an outbound or blended service (campaign) and configure its general settings “Create and configure the general settings for outbound services or campaigns.” Step 5: Assign agent teams to the campaign
Step 18: Enable the campaign “Your outbound campaign is active when you enable it.”
Quotes are verbatim and belong to their publishers. Where a quote has been translated, the original wording is kept below it.